Download the guide:
Touch2Play Generations and Technical Issues Guide

 

Kidzpace Touch2Play Service Guide
We have been helping to create better spaces for kids and families in hospitals and clinics for over 20 years. And, because your organization has been such a great and loyal customer you most likely have multiple generations of our Touch2Play or other game systems in your facility.

This time-saving guide is designed to assist with initial troubleshooting and to help identify the generation or model of Touch2Play that may be experiencing an issue. This information will enable our service team to provide support to you or your IT Department more efficiently.

Items to help identify the system you have include:

•  Date of purchase or installation
•  Color of the system’s cover or cabinet
•  Purchase order number used to generate the order
•  Picture of the game system

Once the Touch2Play model or generation has been determined, please share with us the basic details of the issue the system is experiencing. For example, tell our service team if the screen is black, if there is an error message on a frozen screen, or if the machine seems to constantly re-boot.

Our service team may ask you to remove the cover of the machine to access the power source or for another reason. On the following pages are some pictures of the various Touch2Play models as well as some basic information as to how to gain access to the game system to begin diagnosing any issues.

Thank you!

Kidzpace Service Department: 1-800-668-0206 Ext. 231
Or contact David Meyer at 1-800-594-9184 or healthcare@kidzpace.com

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DS-140 TOUCH2PLAY MAX

 

 

 

 

 

 

 

Restart the system and check the power outlet

1. Remove the cover by using the round key sent with the system to open two locks, one on each side.

2. Confirm the unit has power by pressing the power button. You will need to pull the unit toward you to access it. The power button is a round button that is located on the back, at the top of the unit. Confirm there is a green light on the power brick and that the thin black wire is plugged into the unit.

3. If your Touch2Play has no power, please remove it from the casing and unplug the power cord for 30 seconds, then re-plug the cord into the outlet to restart the unit. Make sure the power cord is securely inserted into the game system and that the cord is plugged into the outlet.

4. If the outlet is working correctly and there is still no power, the unit will need repair or replacement. Please call our service department at 800-668-0206, extension #231.

5. If you have any questions related to any of the above steps, please call our service department.

 

DS-139 TOUCH2PLAY G5

 

 

 

 

 

 

 

 

Restart the system and check the power outlet

1. Remove the cover by unscrewing the 2 screws at the bottom of the cover using a 5/32 Allen wrench.

2. Confirm the unit has power by pressing the power button. The power button is located on the right side of the unit. You may need to pull the unit slightly toward you to access it.

3. If your Touch2Play has no power, please remove it from the casing and unplug the power cord for 30 seconds, then re-plug the cord into the outlet to restart the unit. Make sure the power cord is securely inserted into the game system and that the cord is plugged into the outlet.

4. If the outlet is working correctly and there is still no power, the unit will need repairs. Please call our service department at 800-668-0206, extension #231.

Other tips:

If the unit is running a partial reboot, showing a black screen with the cursor visible on the black screen when touching it, you may be dealing with corrupt software. In this case, we recommend having someone at your facility contact us at 800-668-0206 Ext. 231. The system will need to be connected to the internet and a USB keyboard will also be needed. We will then remotely access the system or verbally assist further with troubleshooting methods.

Remember to clean the fans below the unit and ensure that they work. Replacement fans are available.

 

DS-129 TOUCH2PLAY

 

 

 

 

 

 

 

 

 

Restart the system and check the power outlet

1. Remove the cover by unscrewing the four screws, two on each side, with a large Phillips screwdriver.

2. Unplug the power cord for 30 seconds and then re-plug the cord into the outlet to restart the unit. Make sure the cord is fitted securely into the system and plugged into the wall outlet.

3. Confirm that the fans are running. If not, check the outlet or breaker to confirm the outlet has power.

4. If unit still has no power after outlet and power cord has been checked, please call our service department at 800-668-0206, extension 231.

Other tips:

• Clean fans on the metal cover and ensure that they work. Replacement fans are available, if needed.
• If unit is in a constant reboot, the hard drive is corrupt and will need repair. Please call our service department.
• Please contact us to do further troubleshooting.